Known issues
Behaviour that surprises people, with what is actually happening and whether there is anything to do about it. It describes the current release.
If you hit something that is not here, report it — see Getting support. It is worth reading this page before you do.
Signing out does not end the session
What you see. A user clicks logout in the portal, and lands back on the same page, still signed in.
What is happening. Identity comes from the identity provider on every request, so ending the Ivy session changes nothing: the next request re-establishes the same user. The Ivy session really is destroyed and then immediately recreated, which means the disruptive half of logging out happens and the protective half does not.
What to do. It depends on how users sign in, and the two are not equally good:
With DocuWare sign-in there is an address that does work. See Signing out.
With Entra ID there is no clean sign-out at all. Closing the browser is the only reliable way. See Signing out.
On a shared machine, treat this as something to tell users about rather than something they will discover safely.
Sign-in does not create users
What you see. A user signs in successfully and the portal still shows its own login page, or refuses them.
What is happening. Authenticating and having an account are separate. DocuWare sign-in proves who someone is; it does not create them in Ivy. Ivy signs a user in only when that user already exists in the security system.
What to do. Get the users in first, by importing them from Entra ID or creating them by hand. See Add the users. For more than a handful of users, importing is the only practical answer, and note that it imports from Entra ID rather than from DocuWare.
In the cloud there is no single sign-on yet
What you see. You are signed in to DocuWare, you open the portal, and it asks you to sign in again. The Engine Cockpit asks a third time.
What is happening. Single sign-on between DocuWare and DocuWare Ivy is not available in the cloud yet. The portal has its own users and its own login.
What to do. An administrator creates the portal users in the Engine Cockpit, with the administrator credentials DocuWare provided, and gives each person their credentials. See Getting started in the cloud.
Users imported from Entra ID arrive without an e-mail address
What you see. Imported users have a name and roles, and an empty e-mail address. Notification mails and password reset then do nothing for them.
What is happening. An Entra account with no mailbox has no mail
attribute to import. The engine offers no attribute mapping for the address, so
there is no setting that fixes it.
What to do. Check the first imported user rather than waiting for a complaint, and give the accounts a mailbox in Entra if the address matters. See Connect Microsoft Entra ID.
An in-place upgrade can leave two portals
What you see. After upgrading an existing installation, the users you created cannot sign in at the new address, and work started before the upgrade is not visible.
What is happening. If a release moves the portal to a different address, an in-place upgrade leaves both applications in place, each with its own users, tasks and cases.
What to do. Follow the upgrade note in Install DocuWare Ivy, which covers checking the address, telling users about a change and removing the old application. New installations are unaffected.